Mrs A complained that there were repeated failures by Welsh Ambulance Services University NHS Trust (“the Trust”) to appropriately prioritise an emergency response when her husband, Mr A, called 999 after midnight on 30 May 2025, resulting in a significant delay in his receiving appropriate medical care. Mrs A was concerned that the delay led to Mr A experiencing avoidable excruciating pain, and contributed to his premature death.
The Ombudsman identified that although Mrs A’s complaint against the Trust had been considered in an investigation by the Health Board in her area, her concerns had not been adequately addressed. The Ombudsman considered that a full and thorough investigation of Mrs A’s complaints by the Trust could potentially resolve her complaint.
The Trust agreed to within 1 month initiate a “Putting Things Right” complaints investigation with reference to those aspects of Mrs A’s complaint which related to care provide by the Trust.